4 July-August 2004
ISSN 1680-8096
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Contents
6 Editorial Sport and certification
ISO INSIDER
VIEWPOINT
p. 13
Special Report
Taking the first steps...
...in environmental management
This article explains clearly how an
SME can implement an environmental
management system so that the process
is not a series of hurdles, but rather a set
of practical steps towards raising environmental and business performance.
SPECIAL RE PORT
ON
THE
WEB
INTERNATIONAL
p. 29
International
Unique QMS standard for oil
and gas industry
A successful partnership between ISO
and the international oil and gas industry
has resulted in the publication of a new
technical specification for implementing
ISO 9001:2000-based quality management systems in the sector.
B USINESS S TANDARDS
51 Next issue
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ISO, July-August 2004. The views expressed in ISO MANAGEMENT SYSTEMS are those of the authors. The advertising of products, services,
events or training courses in this publication does not imply their approval by ISO.
Editorial
BY
Editorial
R OGER F ROST
taking action
Human qualities
Human qualities are as necessary in the office or on the factory floor as they
are on the playing field. This is why human factors like improved motivation and
team spirit have so often been quoted alongside strictly business benefits in the
case studies and surveys of ISO 9000 and ISO 14000 implementations in organizations large and small, in diverse sectors, from around the world reported since
1992 in ISO Management Systems and the journal it replaced, ISO 9000 + ISO
14000 News (originally ISO 9000 News).
While few of us may display prowess in sport, the sense of what it costs to put
in effort to achieve an objective is something many of us will have experienced.
Perhaps this is why faking it is so shocking. The sports hero whose performance
turns out to be fuelled by illicit drugs may certainly transgress our sense of what
is right and what is wrong.
But what should really fuel our anger is that the fake performance negates
the efforts of genuine competitors. More subversive still, unless the possibility of
succeeding by faking is removed, or at least severely reduced what is the point
of honest effort ?
Transposing the situation to ISO 9001:2000 and ISO 14001, what is the point
for the conscientious organization of the undoubted efforts required not only to
implement a management system, but also to have it audited and certified to the
satisfaction of an independent body unless customers can have confidence in ISO
9001:2000 and ISO 14001 certificates ?
International cooperation
The framework for successful international cooperation on accreditation was
recently strengthened by the signing of an Memorandum of Understanding on
cooperation and mutual assistance between ISO, the International Accreditation
Forum (IAF) and International Laboratory Accreditation Cooperation (ILAC).
Many positive qualities have been displayed by users of management systems
standards in their implementation and certification programmes. The return
on their investment in their individual certificates also depends on the good
reputation of certification in general and of the accreditation intended to provide
additional confidence in certification.
Who better then than user organizations to input to the international efforts
being deployed on getting everyone to play by the rules creativity, courage,
initiative and steadfastness ?
www.graphical-symbols.info
ISO INSIDER
Alex Ezrakhovich is
co-convener of the ISO 9001:
2000 Auditing Practices Group
representing ISO/TC 176.
As General Manager of SAI
Global Limited, he
brings experience from
the certification side of
the industry, while
Randy A. Dougherty,
co-convener representing IAF,
brings experience of
the accreditation side.
He is Director, Registrar
Accreditation, of the USs
Registrar Accreditation Board
(RAB).
Alex Ezrakhovich
E-mail Alex.Ezrakhovich@saiglobal.com
Web www.sai-global.com
Randy A. Dougherty
E-mail rdougherty@rabnet.com
Web www.rabnet.com
ISO INSIDER
10
Background
VIEWPOINT
1 May 2004
and the
Czech Republic
BY
O TAKAR K UNC
ISOs management
system standards
are a generally
accepted basis for
serious business
Further potential
11
ISO 9001
for Small Businesses.
(also useful for small businessmen !)
SPECIAL REPORT
Taking
the
first
in environmental
management
lack of guidance and support on how
mall and medium-sized enterpristo implement an EMS that would
es (SMEs) play a key role in the
meet the requirements of ISO 14001
economies of most countries
and the European Unions Ecoaround the world, making important
Management and Audit Scheme
contributions to economic growth and
(EMAS).
employing significant numbers of people. Collectively, SMEs also cause sigSo how should someone working
nificant impacts on the environment by
in an SME go about
their activities, prodimplementing
an
ucts and services.
SMEs play a key role
EMS ?
Work in the United
Kingdom, commisin the economies of most
sioned by the DepartThe first step
countries
ment of Trade and
Getting and mainIndustry, examined
taining management commitment,
the reasons why SMEs were not engageven if you are a very small company,
ing in the implementing an environis essential for the successful implemental management systems (EMS).
mentation of any management system.
Barriers included :
Because nothing ever runs smoothly,
lack of awareness and/or denial
commitment will be needed to give
that they cause significant environthe EMS status on a par with other
mental impacts ;
business decisions within the organization, so that changes are made and
resource constraints (including
resources allocated even when things
financial, time and personnel) ;
get difficult.
lack of incentives ;
Even in a two-person partnership,
inappropriate tools and techniques
everyone needs a consistent approach
and a lack of skills, and
to the EMS hence commitment .
BY
M ARTIN B AXTER
m.baxter@iema.net
www.iema.net
13
SPECIAL REPORT
TEPS
IF RST S
About IEMA
IEMA is a not-for-profit
organization, with more
than 8 000 corporate
and individual members
worldwide, established
to promote best practice
standards in environmental management, auditing
and assessment.
Institute of Environmental
Management and
Assessment (IEMA),
St. Nicholas House, 70
Newport, Lincoln LN1 3DP,
United Kingdom.
Web www.iema.net
Marketing opportunities environmental awareness amongst consumers continues to grow, and providing
the quality and price are right,
opportunities exist for winning new
sales and consolidating existing
business by promoting the environmental characteristics of your
products/services. An EMS provides
the framework for identifying customer requirements, and for establishing eco-design projects or supplier
programmes.
14
SPECIAL REPORT
TEPS
IF RST S
If your business
The table overleaf
activities do not
provides a list of
By focusing on reducing
lend themselves to
questions that may
resource consumption
be marked easily
help you to identify
on a site map, try and waste outputs, savings your environmental
to establish your
aspects and impacts.
can often be realized
baseline by using
a series of simple
process flow diagrams. Identify the
Developing a draft environmental
flow of business activities and then
policy
mark on the same diagram their
The environmental policy is what
associated environmentally related
really drives the whole of your EMS,
inputs and outputs.
and when finalized, it becomes a
publicly available declaration of your
ISO 14001 and EMAS ask you to
intentions and commitment to improvidentify not only business procing your environmental performance.
esses that you can control, but also
At this stage of your EMS implethose you can have influence over.
mentation, however, a draft policy
These might not always be immedisimply helps to provide a focus for
ately apparent, so this can best be
the further development of your EMS,
done in a number of ways, includ-
With increasing
environmental
legislation, backed
by increasingly
heavy penalties,
it is no longer prudent
to ignore your legal
responsibilities
15
SPECIAL REPORT
TEPS
IF RST S
Environmental
awareness amongst
consumers continues
to grow
16
Air
Land
Water
Nuisance
Waste
Hazardous
chemicals
& fuels
Flora/Fauna
&
archaeology
Resource
consumption
Planning
Other useful
information
SPECIAL REPORT
TEPS
IF RST S
Improving environmental
performance
A key aspect of environmental
management is the need to apply the
principle of continual improvement
to the organization. Not only does it
recognize that your company is constantly changing and growing, so too
are the needs of your customers and
the dynamics of the market in which
you function.
In environmental terms, continual
improvement is already written into
a lot of environmental legislation
what is acceptable this year may
not be next. Getting into the habit of
continually improving environmental
performance will also ensure that
benefits to the business keep coming
and that everyone maintains their
motivation to do better.
Review the findings of the baseline
assessment find the potential cost
savings and other improvements
and consider how you will achieve
these over time, not just as a series
of one-off initiatives.
Brainstorm with anyone who
has had experience of continual
improvement activity (e.g. quality
or continual improvement managers, production staff).
18
SPECIAL REPORT
Taking
the
first
towards a quality
management system
This advice comes from the
highly successful handbook ISO
9001 for Small Businesses
developed by ISO/TC 176, the
ISO technical committee responsible for the ISO 9000 standards
for quality management. The
advice is reproduced here largely as it appears in one of the
annexes to the handbook with
only minor editing for publication as an article.
Introduction
There are many ways a small
business can go about implementing
a quality management system. This
advice is intended to provide one such
example of implementation in a small
business. It is provided solely as an
example and should not be regarded
as the only method of implementation
nor the best method of implementation.
There are three stages to the process:
Development Considering what
happens in your business (i.e. your
business processes).
Implementation Putting the
quality management system into
operation.
management system
academic, intellectual
or creative processes
involved in business
19
SPECIAL REPORT
Stage 1 DEVELOPMENT
Considering What Happens In
Your Business
Now that you have determined you
would like to analyse your business
and would like to work in a more efficient manner, where do you start?
2
1
You and, if appropriate, your partner or business associates should discuss and jot down what are your main
business activities and who are your
customers. You could use a flowchart
for this purpose.
Before attempting this activity, you
need to stop, think and question : What
are my products or services ? Some
examples are shown below.
Professional consultancy
You might provide initial research
for clients.
You could actually design the
concepts and develop the project
plan.
You might also provide project
management and provide ongoing
consultancy services throughout
the life of the project.
There are other service sectors in
which you may be involved, such as
legal advice,
Manufacturing
If you are a manufacturer, you
might have a single product or you
could have a range of products you
manufacture.
property advice,
graphic design,
Stockist/distributor/agent
You could carry a single product or
a product range.
20
educational or training,
public relations,
media placement,
specialist electronic design, or
SPECIAL REPORT
TEPS
IF RST S
21
SPECIAL REPORT
STEPS
FIRST
Do not create
unnecessary paperwork
7
6
5
4
3
STAGE 2 IMPLEMENTATION
Putting The Quality Management
System Into Operation
22
SPECIAL REPORT
TEPS
IF RST S
A realistic approach
and steady progress
will build confidence and
maintain enthusiasm
If you identify an area of the standard you have not addressed you will
need to consider how your business
covers that particular requirement.
You might need to add some detail
to one of the existing procedures
to ensure the requirement is met. It
could require some additional documentation, but be careful, make sure
it is relevant to your organization.
If you use external documents in
your business activities, (such as dealers manuals, maintenance manuals
and installation manuals), it is not
necessary to rewrite these to include
them in your quality management system. All that is needed is to make an
appropriate reference to the process
control document in your manual.
Step 6 : Apply the standard and the
quality management system
If you continue to involve others
in your organization, they are more
likely to grow with the quality management system and have input. The
quality management system will then
reflect reality rather than become
irrelevant paperwork. The following
points should be noted.
a) Do not create unnecessary paperwork, forms, and the like. Look at
what is currently done and write
down your procedures or define
your processes to show how the job
is being done. The procedure needs
to be factual and not indicate how
you wish it were done. If you find
that the procedure does not reflect
the way the work is done, you need
to either revise your procedure or
ISO Management Systems July-August 2004
23
SPECIAL REPORT
STEPS
FIRST
It is important
24
SPECIAL REPORT
9
8
STAGE 3
MAINTENANCE
TEPS
IF RST S
Small steady
It is important to remember to
measure your progress. One way of
doing this is to monitor mistakes and
their cost. This gives you the opportunity to identify areas where cost
savings could be made.
Measurements can also be obtained by noting how long or how many
resources are spent on an activity or
service delivery. This should always be
recorded on any activity that has been
chosen for improvement, prior to commencement and compared again at the
end, even though the activity might be
small and simple.
The various requirements of ISO
9001 should combine to support the
achievement of your businesss quality
objectives. However, it could be useful
for you to categorize these according
to their particular relevance to different aspects of the business, since this
could influence the order in which you
introduce these requirements.
to improvements,
changes, leading
well thought through
and effective,
are going to have long
term advantages
Conclusion
Remember : Small steady changes,
leading to improvements, well thought
through and effective, are going to
have long term advantages.
These nine steps can help you take
advantage of the quality management
system approach and allow it to contribute to the growth of your business.
25
o n t he Web
Bank of India
banks on
ISO 9001:2000
26
Japanese space
agency puts
ISO 9001:2000
and ISO 14001
into orbit
he Japan Aerospace
Exploration Agency
branches throughout India
(JAXA), formerly the
were expected to be certiNational Space Developfied before the end of
ment Agency of Japan
the 2003-2004 fiscal
(NASDA), has achieved
year.
ISO 9001:2000 by Lloyds
Register Quality Assurwww.bankofindia.com
ance (LRQA). JAXA is also
certified to ISO 14001.
Patrick Gunn, LRQA Asia
area manager for Japan,
presenting the ISO 9001:
2000 certificate to Mr. S.
Yamanouchi, president of
JAXA, said, This was of
course a team effort, uniting many different skills
from within the organization, but the quality
management system can
Mr. M. Venugopalan,
be considered as the guidChairman and Managing
Director of the Bank of India. ing light that leads all the
FATS :
www.fatsinc.com
ABS :
www.abs-qe.com
efforts
in the
right
direction.
JAXA is the result of
the merger of NASDA
with the Institute of Space
and Aeronautical Science
(ISAS) and the National
Aerospace Laboratory (NAL)
on 1 October 2003.
NASDA was established
in 1969 to advance space
exploration and utilization,
and facilitate their practical
applications on Earth in the
interests of peace. Since
2000, the organization has
successfully launched five
satellites into orbit from
Tanegashima Space
Centre in Southern
Japan.
JAXA :
www.jaxa.jp
LRQA :
www.lrqa.com
o n t he Web
One-stop shopping for corporate
sustainability and responsibility reports
orporate sustainability
and responsibility reporting is growing rapidly.
Thousands of companies now
produce such reports to identify themselves as socially
responsible organizations.
But the challenge is to track
who is doing what, and identify the reports available.
A Web site is meeting
that challenge by providing
an increasingly comprehensive service. www.Corporate
Register.com is already the
e n e z u e l a s
state standards and certification body Fondonorma
has awarded ISO 9001:2000
certification to Sidor, the
countrys largest steelmaker,
covering quality control of its
flat products line.
Certification provides
important backing to Sidors
competitiveness in overseas
markets, a company spokesperson said, confirming that
the organization plans to
invest USD 300 million over
five years in environmental
and technology projects to
increase steel production
he Katathani Hotel,
which recently celebrated its 20th anniversary
by upgrading to five-star
luxury hotel status, claims to
be the first hotel in Phuket,
Thailand, to achieve ISO
9001:2000 and ISO 14001
certification. The complex,
which includes an 8,5 km
private beach, was renamed
the Katathani Phuket Beach
Resort in a THB 300 million
(USD 7,7 million) renovation
programme.
In accordance with its
ISO 9001:2000-based quality
management system, Sombat Atiset, chief executive
officer of the Katathani
Group, said, Modern management and good marketing are not enough. We have
to focus on service by
responding to the customers
needs. We want to make our
guests feel relaxed and
see our hotel as their
second home.
www.phuket.com/
katathani/
www.CorporateRegister
.com
27
ISO 10002 how to get you and your customer from mad to Zen !
INTERNATIONAL
Photo Hydro
A successful partnership between ISO and the international oil and gas industry has
resulted in the publication of a new technical specification for implementing ISO 9001:
2000-based quality management systems in the sector.
BY K EN P EURIFOY AND
L ANNY G OOKIN
29
INTERNATIONAL
30
INTERNATIONAL
Photo Hydro
assurance of product
and service safety and
business continuity is
the QMS implemented
by goods suppliers and
service contractors
31
INTERNATIONAL
Co-author
32
INTERNATIONAL
Co-author
Identical documents
ISO/TS 29001:2003 was published
on 15 September 2003 and the API
version, API Specification Q1, seventh Edition was published on 15 June
2003, becoming effective and mandatory on 15 December 2003. The documents are identical except for one
additional requirement in the API
document relating to API administration.
These documents add to the continuing list of ISO/API standards that
are developed by joint work groups
and committees and are published by
both ISO and API to serve the oil and
gas industry.
Conclusion
Due to the critical nature of products, services and processes within the
petroleum, petrochemical and natural
gas industry, additional requirements
were needed for quality management
systems of goods suppliers and service contractors within the sector. The
development of ISO/TS 29001 has
fulfilled that need and has brought a
more comprehensive quality management system to this critical industry.
In order to best serve the interests
of the industry, and as a method of
better ensuring the safety of personnel and the environment, engineers,
purchasers, users, manufacturers, service organizations and suppliers should
adopt this standard as the basis for oil
and gas industry quality management
systems.
33
INTERNATIONAL
34
W ITOLD S URYN ,
A. H AILEY AND
A NDY C OSTER
INTERNATIONAL
35
INTERNATIONAL
ISO/IEC
90003
Quality
Management
System
Management
Responsibility
Resource
Management
Product
Realization
Measurement,
Analysis and
Improvement
General
requirements
(for quality
system)
Documentation
requirements
Management
commitment
Customer focus
Quality policy
Planning
Responsibility,
authority and
communication
Management
review
Provision of
resources
Human resources
Infrastructure
Work
environment
Planning of
product
realization
Customer related
processes
Design and
development
Purchasing
Production and
service provision
Control of
monitoring and
measuring
devices
General
Monitoring and
measurement
Control of
nonconforming
product
Analysis of data
Improvement
36
INTERNATIONAL
3
59
wa re m e a s u
re m
e
Available guidance :
ft
, So
nt
ISO 9001:2000
ISO/IEC 90003, Software
12207,
Software
life cycle
processes
15504, Process
improvement
14598, Software product
evaluation
37
INTERNATIONAL
38
INTERNATIONAL
mail@acoster.fsnet.co.uk
Victoria A.
Hailey was
the Convenor
ISO/IEC
JTC 1/SC 7
Working Group
18, Quality
management,
that
developed
ISO/IEC 90003.
She is a Certified Management
Consultant and Senior Consultant
of VHG, The Victoria Hailey Group
Corporation, which focuses on
helping the software, systems,
and service industries manage
their own and their supplier
risk, as well as improving their
processes via standards such as
SPICE (ISO/IEC 15504), ISO 9000,
and CMM.
Tel. + 1 416 410 3400.
E-mail vah@vhg.com
Conclusions
The publication of ISO/IEC 90003
heralds an important and new era of
development in software engineering
since it is the first document to integrate the various aspects that must
be considered in order to build qual-
Dr. Witold
Suryn is
Secretary of
ISO/IEC JTC 1/
SC 7, Software
engineering.
He is a
Professor at
the cole de
technologie
suprieure,
Montreal, Canada (engineering
school of the Universit du
Qubec network of institutions)
where he teaches graduate
and undergraduate software
engineering courses and conducts
research in the domain of
software quality engineering,
software engineering body
of knowledge and software
engineering fundamental
principles.
Tel. + 1 514 396 8652.
E-mail wsuryn@ele.etsmtl.ca
Web www.ele.etsmtl.ca/prof/wsuryn/
39
INTERNATIONAL
ISO 14001-certified
environmental NGOs
give their verdict
In the past, some environmental NGOs have seen ISO 14001 certification as a soft
option for businesses. However, a number of environmental NGOs have since themselves implemented the standard. Has there been a change of heart ? IMS interviews
NGOs in the United Kingdom, Switzerland and Pakistan.
I
BY
G ARRY L AMBERT
40
INTERNATIONAL
+ 44 20 7251 6070.
info@forumforthefuture.org.uk
www.forumforthefuture.org.uk
Thomas Vellacott,
Programme Director and EMS
Representative to the Board
of Directors, WWF-Switzerland.
WWF-Switzerland, Hohlstrasse 110,
P.O.Box, CH-8010 Zurich, Switzerland.
Tel.
Fax
E-mail
Web
Web
+ 41 1 297 2286.
+ 41 1 297 2100.
christian.som@wwf.ch
www.wwf.ch
www.panda.org
41
INTERNATIONAL
42
+ 92 42 586 2360.
+ 92 42 586 2358.
epu@wwf.org.pk
www.wwfpak.org
www.panda.org
WWF-Pakistan
WWF-Pakistan was certified to
ISO 14001 by SGS in December
2003, having launched its Greening
the Head Office initiative in March
2003. It established an EMS team to
develop programmes for solid waste
reduction, paper usage minimization,
air and noise emission monitoring of
vehicles and generators, fire hazard
assessment, and efficient head office
energy consumption.
Hania Aslam, Environmental Officer for the Environmental Pollution
Unit of WWF-Pakistan, answered
IMS :
Q 1.
INTERNATIONAL
Q 2.
Q 3.
WWF-Pakistan is running
a project in the north of
the country to promote
sustainable trophy hunting
that will allow only limited
numbers of abundant species
to be taken. The protected
species shown here is the
markhor, a member of the
goat family that can weigh
up to 110 kg.
WWF-Pakistan is a conservation
NGO with a mission to reduce pollution. We have been communicating
our environmental concerns to the
business and industrial communities
at numerous forums, with the recommendation that they go for an environmental standard such as ISO 14001.
This prompted many questions about
whether our offices were ISO 14001
certified. Therefore, being certified is
like practising what we preach.
43
INTERNATIONAL
E DWIN A RMIJOS
A ranger surveys
Isabela Island, one of
three populated islands
within the Galapagos
National Park.
44
INTERNATIONAL
Many modern-thinking
national parks are now
adopting social and
eco-systematic
managerial concepts
GNP rangers
monitor one of the
famous Galapagos
tortoises, some
weighing up to
200 kg, and living
200 years.
GNPS mission
Our mission at GNPS is to be the
leading institution worldwide in the
eco-system management of protected areas, involving the community,
using investigation and technological
innovation to ensure the sustainability of its natural resources, and the
environmental services generated by
the National Park and the Galapagos
Marine Reserve, for the benefit of
present and future generations .
1) Bureau Veritas
(contact: Marco
Esparza), Avenida
Republica de El
Salvador N35 182 y
Portugal, Piso 3, Quito,
Ecuador.
Tel.
+ 593 2 227 3190.
Fax
+ 593 2 225 8437.
E-mail marco.esparza@
ec.bureauveritas.com
45
INTERNATIONAL
2) SGS-Socit Gnrale de
Surveillance (contact: Mauricio
Rodriguez), Avenida Republica de
El Salvador N35 182 y Suecia edif.
Almirante Colon, Piso 2, Quito,
Ecuador.
Tel. + 593 2 225 2300 ext. 515.
E-mail Mauricio_Rodriguez@sgs.com
* Ray Bradbury is author of over 500
hundred published works including
The Martian Chronicles, The Illustrated
Man and Fahrenheit 451.
We plan to implement
an ISO 14001-based
environmental
management system
The future
Should we be successful in achieving ISO 9001:2000 certification,
GNPS will become one the first national parks in the world to enjoy such
recognition. It would undoubtedly be
a source of great pride and encouragement for all at GNPS, and a spur to
continue our vital conservation work
at this World Heritage Site.
What is more, we plan to implement
an ISO 14001-based environmental
management system (EMS) to raise
awareness of our responsibility in
offering a quality service in conservation. It is also important for us to communicate. I would welcome contact
with other national parks or protected
areas of the world to exchange our
experiences in this area.
To quote author Ray Bradbury *:
We continue to be imperfect, dangerous and terrible, yet at the same time
marvellous and fantastic. But we ARE
learning to CHANGE.
B U S I N E S S S TA N D A RD S
BY
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gasiorowski@iso.org
B U S I N E S S S TA N D A RD S
Multiple uses
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the answers as he is
project leader of the
ISO/TC 176 working
group developing the
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